Customer Experience Associate, Resolutions Desk
Recruiter Fit Breakdown & Candid Summary
This role is an entry point onto the Resolutions Desk, supporting customer experience agents with real-time guidance and handling escalations from day one.
Candidates should possess strong communication skills, customer service experience, and the ability to apply documented policies under pressure.
The position operates on a hybrid schedule requiring at least 3 days per week in-person attendance.
Individuals who prefer entirely remote work or lack customer-facing communication experience should not apply.
Role Responsibilities
- 1Serve as a real-time point of contact for CX agents across chat, email, and phone, following policies and playbooks
- 2Handle escalations from day one, resolving straightforward cases and building fluency for complex ones over time
- 3Apply a teaching-versus-telling approach to empower agents to handle similar questions independently
- 4Recognize when situations require a supervisor and route them promptly
- 5Issue goodwill credits and refunds within authorized limits and log interactions accurately
Skills Matrix
Must-Have Skills
Nice-to-Have Skills
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